FREQUENTLY ASKED QUESTIONS

TROUBLE LOGGING IN

• Did you use the correct e-mail address? Try out all you different e-mail addresses.
• Forgotten your password? Click on ‘Forgot your password?’ and go to your mailbox to reset your password.
• When you keep having trouble, please send us an e-mail: sport@uantwerpen.be.

TROUBLE LOGGING INTO THE APP

Receiving an error while logging into the application can mean one of these things:

• You just got a new smartphone and re-installed the app.  The app won’t work anymore >> Send us an e-mail with this information at sport@uantwerpen.be.
• Do you use the correct login account? Use the same password and email as your MOVE account*.
• The ‘UAntwerpen Plus Pass’ has become ‘MOVE’ since 01/07/2021. Update the application on your phone.

*The MOVE account is the same account that you used to buy/activate your MOVE.

USING THE APP

Below you will find step-by-step how to use the MOVE app.

• Download the app in the Apple Appstore or Google Playstore.
• Log in with your MOVE account*.
• Choose the smartphone you’ll always use because you can only use the app on one device. As soon as you use a new device, your account will be blocked automatically. Send us an e-mail to unblock your account at sport@uantwerpen.be when you buy a new one.
  • Always bring your smartphone to the sport session you’ve signed up for.
    • Scan the QR code at the entrance of the sport venue to get access.
  • You’ll also find a QR code at our sport partners. Scan the code with the app to receive your discount. You don’t need to register in advance to receive a discount at our sport partners.
• When you have a valid MOVE, the app will light up in green and you will receive access to the venue/a discount. Attention: when you did not register in advance for a group session, the app will light up in red and your access will be denied.

Do you still have trouble using the app? Send us an e-mail at sport@uantwerpen.be.

*The MOVE account is the same account that you used to buy/activate your MOVE.

NO VALID MOVE ACCOUNT

You did pay for MOVE , but can’t find a valid MOVE in your online account?

• You bought MOVE by bank transfer >> The payment is delayed in our system, so you’ll receive an email with the information to activate your MOVE three business days after your payment.
• You bought MOVE by bank transfer more than three business days ago >> Check your student mailbox spam if an email has arrived to activate your MOVE . Didn’t receive this mail? Send an email to sport@uantwerpen.be to have your payment checked.
• You bought MOVE through the website >> If you close your webbrowser too soon after payment, it’s possible your account is not properly activated. Send an email to sport@uantwerpen.be to have your payment checked and to activate your MOVE.

BOOKING

Via the online reservation tool you can book a spot to participate in one or more group lessons. Follow the steps below:

• Surf to the online reservation tool;
• Log in with your MOVE web account *
• Select the correct week;
• Select which type of sport you want to participate in via ‘Categories’;
• Select the correct location;
• Click on the desired session and complete your registration;
• If the session is full, it has a gray instead of green color.

* The account with which you purchased your MOVE.

CANCEL

Have you changed your mind or do you feel ill and want to cancel an existing booking? This can easily be done via the same booking tool:.

• Go to ‘My reservations’;
• Click on the session you want to cancel;
• Click on ‘Cancel reservation’

CONFIRMATION EMAIL NOT RECEIVED

The confirmation email does contain important information about MOVE and the application. Check the spamfolder in your mailbox. Didn’t get the confirmation email? Send an email to sport@uantwerpen.be.

Below you will find the most important information.

• Your MOVE is valid until June 30, 2022.
• Access control is done via the MOVE app. Download the MOVE app: Apple Appstore or Google Playstore.
  • The app is a QR code scanner that gives you access to the various activities.
  • Via the app you can also use one free swim (more information) and one or two free fitness sessions with our partners by scanning the correct QR code on location.
  • Don’t have a smartphone? >> Send an email to report this to sport@uantwerpen.be.

Use the app as follows:

1. Log in with the details of your MOVE account *
2. Scan the QR code at the entrance gate / hall attendant / external partner
3. The app turns green and you will have access to the activity / discount with the external partner.

MOVE BECOMES APP

From the academic year 2020-2021, the physical sportscard will be replaced by the MOVE app and you will no longer receive any mail. All information about this digitization can be found in the confirmation email that you will receive after payment.

REFUND DOCUMENT HEALTH INSURANCE

After payment of your MOVE you will receive an email with the link to the refund document. If you have not received this confirmation email, please send an email to sport@uantwerpen.be to request it.

DOUBLE PAYMENT

If by accident you have paid twice for MOVE (e.g. once by bank transfer and once online), you are entitled to a refund. Please send an e-mail to sport@uantwerpen.be with the correct purchase dates so that a refund can be made.